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3Rd Shift Call Center Jobs in Rochester, NY (NOW HIRING)

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3Rd Shift Call Center information

See Rochester, NY salary details

$10

$17

$24

How much do 3rd shift call center jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for 3rd shift call center in Rochester, NY is $17.67, according to ZipRecruiter salary data. Most workers in this role earn between $15.19 and $18.99 per hour, depending on experience, location, and employer.

What is a 3rd shift call center?

A 3rd shift call center job refers to working late-night or overnight hours, typically starting in the evening and ending early in the morning. Employees in these roles handle customer service, technical support, or sales calls during hours when most daytime staff are off-duty. This shift is essential for companies that provide 24/7 support to customers in different time zones. 3rd shift workers often receive shift differentials or higher pay rates due to the non-traditional hours.

What are the key skills and qualifications needed to thrive as a 3rd shift call center representative?

To thrive as a 3rd Shift Call Center Representative, you need strong communication skills, problem-solving abilities, and a high school diploma or equivalent. Familiarity with call center software, CRM systems, and basic computer proficiency are typically required for managing calls and logging information efficiently. Dependability, resilience, and the ability to remain calm under pressure are crucial soft skills for handling late-night inquiries and challenging customer interactions. These skills ensure consistent customer support, accurate issue resolution, and smooth operations during non-standard hours.

What are some unique challenges faced by 3rd shift call center representatives, and how can they be managed effectively?

Working the 3rd shift in a call center can present unique challenges, such as adjusting to an overnight schedule, maintaining energy levels, and balancing personal life. Representatives may also handle a higher volume of urgent or escalated calls due to the after-hours nature of the shift. To manage these challenges, it’s important to establish a consistent sleep routine, use strategies for staying alert during shifts, and take advantage of support resources or wellness programs offered by employers. Team collaboration and communication with supervisors are also key to addressing any concerns and ensuring a positive work environment.

What is the difference between 3Rd Shift Call Center vs Customer Service Representative?

Aspect3Rd Shift Call CenterCustomer Service Representative
Work HoursTypically overnight or late-night shiftsDaytime or flexible hours, depending on employer
Work EnvironmentCall center setting, often noisy and fast-pacedOffice or remote, customer-facing interactions
Required SkillsCommunication, problem-solving, patienceCommunication, problem-solving, patience
Common CertificationsNone required, but customer service training helpfulNone required, customer service training optional

Both roles involve assisting customers via phone or online, requiring strong communication skills. The main difference lies in the work hours and environment, with 3Rd Shift Call Center jobs occurring overnight in a call center setting, while Customer Service Representatives often work during regular business hours in office or remote environments.

What are the most commonly searched types of Call Center jobs in Rochester, NY?

The most popular types of Call Center jobs in Rochester, NY are:

What are popular job titles related to 3Rd Shift Call Center jobs in Rochester, NY?

For 3Rd Shift Call Center jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching 3Rd Shift Call Center jobs in Rochester, NY look for?

The top searched job categories for 3Rd Shift Call Center jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for 3Rd Shift Call Center jobs?

Cities near Rochester, NY with the most 3Rd Shift Call Center job openings:

3Rd Shift Call Center jobs near you
Infographic showing various 3Rd Shift Call Center job openings in Rochester, NY as of August 2026, with employment types broken down into 1% As Needed, 67% Full Time, 23% Part Time, 7% Contract, and 2% Nights. Highlights an 99% Physical, and 1% Remote job distribution, with an average salary of $36,760 per year, or $17.7 per hour.

Call Center Representative 3

Rochester, NY • On-site

Office of the New York State Comptroller
1 - 5K employees
Learn more about Office of the New York State Comptrollerexternal

$66K - $84K/yr

Full-time

Retirement

This job post has expired today. Applications are no longer accepted.

Job description

#2556 - Call Center Representative 3
Provide supervision, guidance, and oversight to teams of Call Center Representatives 1 and 2 and resolve work problems. Communicate with other staff to plan and review departmental/division/section procedures and activities to include: establish Service Level Objectives, implement recommended changes, and coordinate and integrate staff training and work schedules. Monitor work standards and daily volume to track and maintain service levels; meet productivity level objectives and ensure quality control; provide on-going feedback to identify problem areas and methods or techniques for improvement; assist in establishing work and quality control standards and productivity goals; collect and analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions; determine and oversee staff assignments; approve leave and track time and attendance; and identify training needs and arrange for the provision of training.
Position Summary:
Item #: 01827
Bargaining Unit: Public Employees Federation
Division: Retirement Services
Bureau: Benefits Information Services
Jurisdictional Class: Competitive
Appointment Type: Contingent-Permanent
Salary Grade: 017
Salary Range: $63,361-$80,655
Employment Type: FULL TIME
Occupational Category: No Preference
NY HELPS: Yes
Travel Percentage: 25%
Work Week: Monday - Friday
Work Hours: 8:30am - 4:30pm
Shift: N/A
Mandatory Overtime: No
Compressed Workweek Allowed: No
Telecommuting Allowed: Yes
How to Apply:
To be considered for this position, you must create a candidate profile or log in to your profile and upload the documents listed below.
  • Cover Letter
  • Resume
  • *Transcripts

Please ensure the item number 01827_TBK is included in each document's file name.
*Transcripts are required if the position has educational requirements or allows education as a substitution for minimum qualifications.
Minimum Qualifications:
Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.
No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.
Non-Competitive Qualifications for appointment under the NYHELPS Program:
For appointment to a Call Center Representative 3 you must have:
High school graduation or equivalency AND four (4) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
OR
60 college credits AND three (3) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
OR
Bachelor's degree AND two (2) of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
70.1 Transfer:
For a 70.1 transfer to a Call Center Representative 3, SG-17, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 15 or above.
To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)
Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.
Provisional and/or Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 2 or Call Center Representative 2 (Spanish Language) (SG-14).
Provisional and/or NCP notes:
If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.
If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service.
Preferred Qualifications/Knowledge, Skills and Abilities:
  • Exhibits excellent interpersonal skills with staff and customers, both over the telephone and in-person
  • Possesses effective oral and written skills
  • Performs tasks accurately and within specific time frames
  • Operates a personal computer and effectively demonstrates a working knowledge of the PeopleSoft system, the Internet and OSC's Intranet in order to access Retirement Systems' laws, policies and procedures
  • Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries
  • Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
  • Possesses a valid driver's license for travel purposes

Contact Information:
If you have questions about this vacancy, please contact:
Division Contact:
Ashley Ritter
ERS_Personnel@osc.ny.gov
Human Resources Contact:
Takeitha Kelley
(518) 474-1924
Recruit@osc.ny.gov
The Office of the State Comptroller does not participate in E-Verify or sponsor visa applications.
Telecommuting
The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency's mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee's primary residence location, duties and work performance are aligned with telecommuting they may be allowed to do so. Upon approval to telecommute, OSC employees may telecommute up to 5 days per pay period.
Reasonable Accommodation
The NYS Office of the State Comptroller provides reasonable accommodation to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.
Equal Opportunity Employment
The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers.
Some positions may require additional credentials or a background check to verify your identity.

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